ComplaintsforBISSELL Homecare, Inc.

Wholesale Vacuum Cleaners

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Initial Complaint
09/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bissell had a product recall. So submitted the ticket on refund with ticket# 240719-025033 on 7/19. Got a response on 7/30 that I would get refund in 6-8 weeks. Never got anything. Opened another ticket on 9/24 with #******-002484. It said I would get response in 2 days. No response
Business response
09/30/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 9/30/24, via phone and email. We apologized for their experience and confirmed a refund check for their 39N7V Steam Shot had been issued.

As it stands, BISSELL has followed its recall process. We ask the consumer to allow up to 2 to 4 weeks to receive their refund. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Customer response
09/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me even it will take another 2-4 weeks to get the check.
Thanks for your help.

Sincerely,

**** **
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/28/2023 I got a BISSELL ReadyClean A3 Robotic Mop 3571 for my mother and it just never connected to the wifi as it's a robit mop. I called support for hours and got it to finally connect. It will just disconnect and not work for months and months and I'm finally at my parents place to fix it, but it will not work again. I called and spoke to the tech for hours and they can't solve the issue and won't refund me the money. The app is broken and people have complained on the app regarding the same issue but the company refuses to fix it. So, people are just buying an expensive machine that just sits there doing nothing.
Business response
09/26/2024
After receiving the Better Business Bureau complaint,BISSELL contacted the consumer on 9/24/24 and 9/25/24 via phone and email. We apologized for their experience and provided troubleshooting steps for their 3571 ReadyClean Robot. BISSELL then offered a replacement machine, to which the consumer is considering.

As it stands, BISSELL is currently working with the consumer toward a resolution. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.
Customer response
09/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Puvneet *****
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I own one of the Steamshots involved in the recall. They still have the steamshot on their website implying they will be back in stock as it states out of stock. I initially took the $40 digital gift certificate to replace the steamshot as it was implied it would at some point be replaced. However, this is not the case. I requested the digital certificate be disabled and the refund check be issued. I was told I would be contacted by someone higher up than the customer service team that took my call. No refund has been issued and no one has contacted me. Bissell is misleading consumers involved in the recall by implying that the streamshot is replacable. since I cannot get it replaced I want my money back. Im not interested in ever owning another Bissell product. Bissell is not fulfilling the recall requirements. I would never have accepted the digital certificate if Bissell had be forthcoming with the fact that the steamshot will not be replaced.
Business response
09/26/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 8/29/24, via email. We apologized for their experience and confirmed a refund check for their 39N7V Steam Shot had been issued.

As it stands, BISSELL has followed its recall process. We ask the consumer to allow up to 2 to 4 weeks to receive their refund. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Customer response
09/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Initial Complaint
09/19/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The heat and moisture of Powerfresh steam mop caused extensive damage to luxury vinyl tile flooring. The warping started to appear in July 2024. My initial contact with Bissell concerning damage to vinyl flooring caused by use of Bissell Powerfresh Steam Mop dates back to July 25. I am seeking compensation of:Removal and repair of floors: $6780 Removal of furniture Storage Lodging and meals Court fees Negligence In a correspondence dated Sept 3, 2024 (enclosed herewith), Bissell wrote that "we are obligated to point out that steam cleaning is not recommended for vinyl flooring. The heat and moisture from steam mop can damage vinyl tile flooring". It is noted that there is currently no disclaimer or advisory on website or user guide addressing that steam clean is not recommended for vinyl flooring and can cause damage. Bissell, having knowledge that steam cleaning is not recommended for vinyl tile flooring at that the application of heat and moisture may cause damage, acted negligently in failing to adhere to or communicate sure warnings on its website or within user guide.
Business response
09/19/2024
Prior to receiving the Better Business Bureau complaint, the BISSELL ********************* had communicated with the consumer as recently as 9/17/24 via email. In our communication, BISSELL reiterated that the consumers machine (model ***** PowerFresh Steam Mop) is not recommended to clean their vinyl flooring by either BISSELL, or the by their flooring manufacturer. We then offered the consumer a $175 CAD check and model 3764B SpinWave Mop as a concession, to which the consumer rejected.

At this time this remains BISSELL's final resolution offer. We ask the consumer to reach out directly to the BISSELL ********************* by phone *************), fax *************), or email (*************************************************************************)so that we may continue to follow our claims process. We appreciate the consumers patience and understanding during this process and feel we have acted fairly to resolve this consumers concern.
Initial Complaint
09/16/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I own 2 of the recalled Multireach stick vacuums. I'm attaching the serial numbers for both. I filed the necessary paperwork for both on 8/13/24 and 8/14/24 and did promptly receive one ***lacement vacuum on August 21st (delivery notice also attached). Ever since then I have been trying to get the second one processed. I have left multiple email requests, but it is obvious by the responses that ***** actually reads them, since the responses did not address my questions at all. I have also tried to resolve this by phone multiple times and have gotten absolutely nowhere. Last time I called the customer service *** said she had fixed everything and I would receive a confirmation email in about 10 minutes. That was a week ago. All I'm trying to do is get the ***lacement vacuum for one of your recalled vacuums. I hate to resort to filing a complaint, but I don't know who else to contact.
Business response
09/26/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 9/25/24 via phone and email. We apologized for their experience and confirmed that their second 2151 MultiReach Stick Vacuum would be replaced with a ***** Icon Pet, to which the consumer agreed.

As it stands, BISSELL has followed its recall process, a replacement machine will be sent (order ********). We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Customer response
09/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Initial Complaint
09/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bissell had a product recall and I was emailed and told to cut my cord off of my steamer (Model Number 39N7V) Serial Number: ***********. I followed the instructions and put in my correct mailing address. I received an email stating that I would receive the refund to an address that is not mine. I have tried to contact them twice and tell them this is not my address, but no one will respond. I need this sent to the correct address.
Business response
09/17/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 9/17/24, and 9/11/24 email. We apologized for their and confirmed their address was updated for their 39N7V Steam Shot for a refund check.

As it stands, BISSELL has followed its recall process. We ask the consumer allow up 4 to 6 weeks receive their refund. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Customer response
09/17/2024
They emailed me today and are making it right. Can I close this?

thank you
Initial Complaint
09/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for Bissells Wet Dry Vac on September 4, spending a total of ****** CAD. When I placed the order, I was informed that I would receive the item on September 9, but when I checked today, I found that the item hasnt been shipped, and Bissell has only created a label for it. I contacted customer service to cancel the order, but I was told that it couldnt be canceled because it had already been shipped, and the delivery might take up to 15 business days. This is absolutely ridiculous. First of all, the package hasnt even been picked up, and secondly, there was no mention of an extended delivery time on the order page. Bissell is deceiving its customers throughout this process. Lastly, if I hadnt been informed by Bissell that I would receive the package by the 9th, I wouldnt have placed the order online in the first placeI could have just bought it directly from a retail store.
Business response
09/13/2024
After receiving the Better Business Bureau complaint,BISSELL attempted to contact the consumer on 9/11/24 an 9/12/24, via phone and email. In our communications we apologized to the consumer for their experience, and confirmed their order was delivered on 9/11/24 ****** Tracking 279128179480).

BISSELL appreciates the consumers patience and understanding and encourage them to contact us directly if they have any further issues. We feel we have acted fairly to resolve this consumers concern and consider this case closed.
Customer response
09/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
09/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a recall of Bissell Steamshot 39n7v. I was told to snap a photo and send to customer care. I would receive a $60 credit to purchase another product. I was told to cut the cord and throw the product away as it was dangerous. I sent the photo of the product with the cut cord. I received a $60 credit by email and was told to go to the Bissell.com site and purchase another product. I went to the site and they have discontinued ALL of their handheld steamers. I called customer care and was informed that they did not sell steamers anymore, but I could choose a vacuum cleaner instead. I do not need a vacuum cleaner and these vacuum products are more expensive than my $60 credit. I told the customer care agent to get me in touch with someone who can resolve my problem ****. It sounds very much like a bait and switch scam for customers to spend more than their credit and still not get a hand steamer. I want a $60 dollar check or a handsteamer replacement. ***********************
Business response
09/11/2024
After receiving the Better Business Bureau complaint, BISSELL contacted the consumer on 9/9/24, and 9/11/24 via phone and email. We apologized for their experience and offered to follow our recall process for their 39N7V Steam Shot for a refund check.

As it stands, BISSELL has followed its recall process. We ask the consumer allow up 4 to 6 weeks receive their refund. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Oct 27 2021 I purchased a BISSELL - ProHeat 2X Revolution Corded Upright Deep Cleaner - Silver Gray/Cobalt Blue with 3 years from the date of purchase Warranty. Warranty repair or replacement. It was Delivered on October 28, 2021. I am the original owner It has been used and serviced as recommended. In January the Arm stopped suctioning. There is no Bissell approved repair company within 30 miles of my address. Last month the entire machine stopped suctioning and dispensing the water/cleaning solution. I contacted, as directed by Bissell documentation, Bissel Support via the Bissell.com website. I was further directed to send an email to ****************************************** I sent my initial email on friday Aug 23, 2024. I received an email from ********* Bissell ************** Over the next several days asking me for the model and SN label, address and reason for replacement. At no time offering to find me a Bissell Approved repair close to my address. I responded with no delay. On 08/31/24 I received an RMA Shipping label *******. It was no good as written until 09/30/24 with option to view and print for 5 days. No such thing happened. Bissell implemented several stall tactics. I received another email on August 31 from ********* offering me a 30% off coupon to buy something else, stating my machine was out of warranty. This was obvious runaround and avoidance, I disputed their response and Bissell further said my warranty ended on August 28, 2024. As shown, I contacted Bissell well before this date, which should have been my date of filing a claim. At any rate, Bissell documentation states 3 years from the date of purchase which would be October 27 2024. It appears Bissell hired someone who does not uphold their values nor their service. Its obvious there is no intention of honoring their warranty. I am requesting a full replacement of this machine as a resolution NO FURTHER QUESTions ASKS And a working shipping label to send the other back.
Business response
09/06/2024
After receiving the Better Business Bureau complaint,BISSELL communicated with the consumer on 9/5/24. We apologized for their experience and issues with their ***** Revolution Carpet Cleaner. We then offered a warranty replacement machine, to which the consumer accepted.

As it stands, BISSELL is providing the consumer with a replacement machine (order *******). We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.
Customer response
09/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

A ***************************
Initial Complaint
09/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Complaint: ******** I received a letter by the BBB asking for closure of my file. But, by the time I received it, it was closed on the BBB side. Bissell has not fulfilled their offer and the information they sent to the BBB was inaccurate. I was told that I did not in fact need to send back the machine and that a refund would be issued. This has not happened as of yet. Ive since had to throw my carpet out due to flooding of the carpet and staining. Lots of troubleshooting on our end when using this machine via ******* videos. The performance of this machine was extremely poor. I have tried uploading a photo but this site wont allow me to due to the size. It turned me white area rug orange. I like many dont have a lot of money and expect a $300 purchase to last. This was used a total of 6 times.
Business response
09/03/2024
Prior to the recent complaint, BISSELL communicated with the consumer via email on 8/29/24. In our communication, we confirmed that a refund check was created and mailed on 8/19/24. We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues. We feel we are acting fairly to resolve this consumers concern.
Customer response
09/10/2024
I have yet to receive the refund. I have contacted them and let them know. They have not sent me anything proving they have actually mailed it. Considering its been almost a month, I do not believe theyve sent it.
Customer response
09/10/2024
I have yet to receive the refund. I have contacted them and let them know. They have not sent me anything proving they have actually mailed it. Considering its been almost a month, I do not believe theyve sent it.
Customer response
09/12/2024
As of today, I have yet to receive my refund from Bissell. Average mailing time from the ** to ****** is 4-6 days. It is going on a month. I suspect they may not have mailed it or its fallen through the cracks. Bissell was extremely apprehensive to issue this refund.
Business response
09/13/2024
After the consumers update BISSELL reached back out via email on 9/12/24 confirming a new refund check has been issued and is being sent ****** tracking 409129406514).
We appreciate the consumers patience and understanding and encourage them to contact us directly if they have any further issues.

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ComplaintsforBISSELL Homecare, Inc.

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